Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this complaint on behalf of my elderly parents, **** & ****** *******, following a disappointing experience with Solid Foundations. Our concerns include misleading billing practices, unprofessional communication, and poor workmanship that left their property in worse condition. We attempted to resolve these issues directly with Solid Foundations but have not received a fair outcome.
  
  Billing & Unapproved Charges: After receiving a $16,700 final payment request, my parents asked for an itemized invoice, which Solid Foundations initially resisted providing. After full payment, they noted an inaccurate $900 charge for “Remove and Replace Concrete” despite only paver work being performed. ****, acknowledged their error & adjusted the charge to $150, leaving a $750 credit. Instead of issuing a refund, **** added a $750 'credit to “mobilization” fee, claiming it was a misallocation. This unexpected fee ONLY appeared after payment was made and the error was identified. **** later offered only $150, which falls short of the $750 credit due. This handling of the charges was misleading and demonstrates unethical billing practices.
  
  Poor Work Quality: The quality of work was poor, with pavers left uneven, misaligned, and debris scattered around the property. A follow-up visit worsened the situation, leaving the property in an even worse condition. **** attributed the poor outcome to soil settlement, failing to account for the lack of quality control.
  
  Unprofessional: Communication was dismissive and unhelpful, with our concerns treated as unreasonable. They initial resistance to provide an itemized bill, combined with the misalignment of charges and poor work quality, has left us without trust in their ability to resolve these issues fairly.
  
  Requested Resolution: To resolve this, we request a revised invoice removing the $750 mobilization charge, a full refund of the $750, and acknowledgment of poor workmanship with a plan to restore the property.

  Customer Answer

  Date: 11/14/2024

  Please allow my Daughter ***** permission to speak on my behalf thank you *********** 

  Sent from my iPhone

  
  
  

  On Nov 12, 2024, at 10:13 AM, ****** ********** <************************> wrote:

  Please allow permission for your daughter to speak on your behalf.

   

  ****** **********
  
  ******** *********** **********
  ****** ******** ******
  **** ***** ***** **** ***
  ************* ** *****
  
  **** ************ **** ***
  *********** ***** **** ******

   

   

  ******* ********* ******* * *** ********* ********
  
   
  
   
  
  **************

   

  

  Business Response

  Date: 11/14/2024

  I will be addressing all of the concerns in this complaint
  in the order they were mentioned. Starting with   the concern of misleading billing practices.
  
  ***** mentioned that her parents received a final payment
  request of $16,700. ***** also said that there was an inaccurate $900 charge which should have left her a $750 credit.

  Response- This is
  incorrect! The final payment request was for $11,690 as **** ******* already
  paid a 30% deposit of $5,010, the total amount of the signed contract was for $16,700
  and the total amount charged to **** ******* was that exact amount agreed upon of $16,700. There was never an
  inaccurate charge or a $750 credit that is owed to **** *******. I offered ****
  ******* a $150 discount because she was not happy with the unlevel pavers, we
  charge 50 per pier location for removing and replacing pavers. and this is
  where the confusion lies. I mistakenly itemized the removal and replacement of
  3 concrete cutouts, we charge $300 per location to remove and replace concrete.
  The problem is that we never removed and replaced concrete and she was never charged or quoted for removing and replacing concrete. ***** is acting
  like this is an inaccurate or additional charge and she should have a credit of
  $750. When In reality the invoice was itemized incorrectly. I take responsibility
  for the mess up on the itemized invoice but we will not be paying $750 because
  of that. Solid Foundations will be standing by the amount we agreed upon in the
  signed contract.
  
   ***** said that we
  had unprofessional Communication, we were dismissive, unhelpful, and their
  concerns were treated as unreasonable.

  Response- This could
  not be farther from the truth and it should be illegal to post false
  information about a company just to get a discount. Solid Foundations is a
  family owned and operated company and we treat each customer’s home as if it’s
  our own. In this case we had great communication before, during, and after the
  project. After we finished the project, and a few rains past, **** ******* sent
  us pictures of her pavers that had settled. Solid
  Foundations returned
  to the site and fixed the pavers, even though no warranty of any kind is
  extended to the settlement of pavers. We did not make it worse, as ***** stated,
  but we left with all the pavers straight and level for the second time. It’s important to understand that we are not
  responsible for pavers that have settled in the areas excavated, and this is
  because it is inevitable. We are digging under the foundation and when there is
  4 feet deep of freshly dug soil, no matter how much you compact it, it will
  settle from the rain.
  
  Lastly, ***** said we had poor workmanship. She said we left
  the property in worse condition and there is debris scattered around the
  property.

  Response- This is also false as we completed the job we were
  hired to do and we stabilized the home. ***** is not critiquing the job we were
  hired for but instead, she is critiquing things that are out of our control or responsibility.
  when excavating the holes next to the foundation it is possible for there to be
  small rocks left on the surface after the hole is buried, this is the debris
  that ***** is referring to. The rocks are small enough to lay pieces of sod
  over and the problem will be solved. We are not responsible for that and it states
  in our contract that grass may not survive and the homeowner would need to hire
  a lawn care professional if they choose. We are required to dig up the grass and
  dirt, plus drive heavy machinery over the grass. That is why we inform our
  customers of this possibility.

  In conclusion, Solid Foundations will not be refunding $750. We already tried to refund $150 and **** ******* turned it down.

   

  Respectfully,

  Solid Foundations

  
  

  Customer Answer

  Date: 11/18/2024

  I
  appreciate Solid Foundations taking the time to respond; however, I must
  respectfully correct several inaccuracies.

  Bad Billing Practices: The original invoice
  incorrectly included a $900 charge for "concrete removal and
  replacement," a service that was not performed. **** acknowledged this
  error and reduced the charge to $150 for paver work, leaving a $750
  discrepancy. Instead of issuing a credit for this amount, Solid Foundations
  retroactively added a $750 "mobilization" fee to the revised invoice,
  which was not disclosed in the original contract or agreed upon by my parents.
  This reallocation is misleading and unethical.

  The claim that the total charged was $16,700 is irrelevant.
  The issue is the retroactive addition of the $750 fee after the discrepancy was
  pointed out. Attached invoices clearly demonstrate this reallocation, which
  supports our position.

  Poor Workmanship: The claim that the pavers were left "straight and level" is demonstrably false. The claim that grass and landscaping damage were “explained in the contract” is irrelevant to the poor quality of work and lack of care demonstrated on the job. I personally took those photos after their second attempt to fix the pavers, which clearly show uneven, misaligned work with exposed pipes and an electric box. Debris was left scattered, and my parents were left to clean up the mess themselves.
  Now, my parents must hire another company to fix the pavers properly—an unnecessary expense that could have been avoided if the job was done right the first time. This is exactly where the $750 credit should have been applied.
  
  
  Unprofessional Communication: Contrary to Solid
  Foundations’ claims, my parents were treated dismissively when they requested
  an itemized invoice. After the paver issues were raised, ****** tone became
  defensive, and his BBB response accusing us of leaving reviews “to get a
  discount” is both unprofessional and offensive.

  Additionally, Solid Foundations deleted an honest review
  from their ******** page. This attempt to silence criticism rather than address
  concerns further demonstrates their unwillingness to take accountability.
  Sharing honest reviews is intended to help others make informed decisions.

  The $150 refund was not a "favor," as claimed, but
  an inadequate response to a legitimate issue, he did them NO favors. The $750 reallocation to the
  mobilization fee remains unjustified.

  
  Our Requests Remain Reasonable
  A
  revised invoice removing the retroactive $750 mobilization charge.
  A full
  refund of the $750 credit that was reallocated without agreement.
  Accountability
  for the poor workmanship, including reimbursement for correcting the
  pavers.

  Thank you,

  ***** ******* (On behalf of my parents, **** & ****** *******)

  

  Business Response

  Date: 11/19/2024

  The signed proposal and the amount on the proposal is exactly what we have charged. I will not be giving a credit from a mistake that was made on the invoice. I have already tried to provide **** with a refund and she turned it down. That was my only offer as we are not even responsible for any of the issues you have mentioned. Including the pavers.

  Customer Answer

  Date: 11/20/2024

  While it’s true that the total amount charged matches the agreed-upon and paid invoice, the issue is not about the overall total—it’s about how your invoice error and subsequent actions created a $750 discrepancy that was handled unfairly. The $750 was reallocated to a "mobilization" fee without agreement or prior disclosure, which constitutes unethical billing practices.

  Example:
  Imagine going to a mechanic to repair your car. They provide you with a bill that includes a $900 charge for replacing the engine. After questioning this, you find out the engine wasn’t replaced, so they reduce the charge to $150 for an oil change. However, instead of refunding the remaining $750 difference, they reassign it to a vague “shop fee” and claim it was always part of the cost. Would this feel honest or fair? That’s exactly what happened here.

  The $900 concrete charge was reduced to $150 for paver work, leaving $750 unaccounted for. Instead of issuing a refund, you reallocated this amount to a "mobilization" fee that was not part of the original agreement. This isn’t about whether the total amount matches; it’s about the lack of transparency and fairness in how the charges were adjusted.

  Claiming that you’re not responsible for the pavers is inconsistent with your own actions. By returning to fix them, you acknowledged there was an issue. However, the second attempt made the situation worse, and denying this or dismissing our concerns only exacerbates the problem. The photos I took after your second attempt clearly show uneven, misaligned pavers and exposed pipes. My parents now have to pay out of pocket to hire another company to fix these issues—an expense they should not have to incur if the work had been completed properly in the first place.

  Your $150 refund offer was not a "favor," as you’ve claimed, but an inadequate response to a legitimate issue. My parents were owed a $750 credit due to your billing error, and that amount was unfairly reallocated without agreement. Refusing to issue the full credit or take responsibility for poor workmanship demonstrates an unwillingness to resolve these matters professionally.

  Best regards.

  

  Business Response

  Date: 12/02/2024

  ***. *******,

  Your analogy only makes sense if we actually charged you the $900. What your not understanding is that there was never a $900 charge to remove and replace concrete on the proposal. You don't even have concrete! The confusion came from my mistake writing the invoice. I did not write the proposal and I am sorry for itemizing the bill incorrectly. You can rest assured that what we did is exactly what you were charged for.

  Respectfully,

  ****

• Initial Complaint

  Date:02/21/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company completed foundation work on home in *** ** ***** Prior to closing on home in ******** ** ***** company returned to correct leaning foundation piers. There is a lifetime transferable warranty on the work.
  
  Contacted company in ******** 202* as I am noticing some signs of potential foundation issues and simply asked to come look at their work and the foundation. It is now nearly * months later and after repeated attempts to have someone out, I have not received a call back from who I believe to be named **** or another representative of the company.
  
  I did not want to file this complaint as the company appears to have good ratings. However, I have not received any response or communication in an attempt to solve this issue.

  

  Business Response

  Date: 02/21/2024

  I apologies for the misunderstanding and communication issues. I'm not sure how you received the information about the piers being under a lifetime warranty. The steel Crawlspace Piers that we installed for the previous owner are not covered under a lifetime warranty! We only offer a year warranty for adjusting because the piers are sitting on the ground and can easily settle from water erosion or moisture cycles. We will come back to the property and adjust the piers for an additional fee. Feel free to contact our office with any additional questions you may have.

  Respectfully,

  ****

• Initial Complaint

  Date:11/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  See uploaded document that I sent to ******** ***. As of today 11/9/2023 no one has called me back to do warranty work.

  

  Business Response

  Date: 12/12/2023

  The Warranty repairs have been performed and the customer was satisfied. We apologize for the issues If you have any further questions or concerns, please feel free to reach back out to our office.

  Customer Answer

  Date: 12/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  **** *******

  
  

  
  

  
  

   

  Customer Answer

  Date: 07/01/2024

  Problem:
  I previously contacted the BBB about this issue approximately 11/04/23. *** came and did foam injections along the seawall. Unfortunately the work he did did not have a positive outcome. The dirt has continued to wash away and I have several holes in the original area. I contacted *** by phone on June 20 2024, he did not answer, but asked that I send him pictures. I sent pictures with no response. I text him again June 24 2024, again no response.

  Desired Resolution:
  Finish the Job

  

  Business Response

  Date: 07/03/2024

  Solid Foundations returned to the sight on July 2nd 2024 to resolve the erosion issues. We believe the problem sprang from a concrete slab that was hidden 5ft under the surface, which ultimately did not allow the polyurethane to be injected deep enough. For a solution we drilled through the slab and injected the polyurethane in the voided areas underneath.

  Respectfully,

  Solid Foundations

  Customer Answer

  Date: 07/08/2024

  Solid Foundations came back and finished the work.  Hoping the issue is finally resolved.

• Initial Complaint

  Date:11/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PAID $8,900.00 FOR FOUNDATION WORK, BEAMS AND JACKS WERE INSTALLED TO REINFORCE FLOORING . TO FIX CMU PIERS AS NEEDED WAS PROMISED. UPON INSPECTION BEAMS WERE NOT SECURELY ATTACHED TO JACKS. UPON NOTIFYING SOLID FOUNDATIONS TO RETURN NUMEROUS CALLS MADE FOR CALLBACKS, NO CALLS WERE RETURNED. MY NAME IS *************************** (********). MY TELEPHONE # IS **************.

  

  Business Response

  Date: 12/11/2023

  The repairs were performed in 2022 and the cause of the issues was due to improper drainage over time, which is not covered under warranty. We care about our customers and still returned to the sight and performed the repairs needed at no cost to the customer. Drainage repairs are needed and no additional adjustments from that cause will be done for free. We apologize for the issues If you have any further questions or concerns, please feel free to reach back out to our office.

• Initial Complaint

  Date:11/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted this company in November 2022 to fill in next to eroding seawall. They also put drain pipes in the seawall. This was at a cost of close to $8000 the day the repairs were done, the technician actually charged us $350 in cash to step on the other side of the fence to complete filling in the seawall with whatever type of foam substance they use. Now in ******************************************************************************************************************************************************** the areas they fixed after several attempts and canceled appointments. A technician showed up and then complained that their pump was not working . We were told we would be contacted on the following Monday and rescheduled. It has now been three weeks since then and no one from that company will return our phone calls.

  Customer Answer

  Date: 11/06/2023

  According to *******************, he Will personally be there on Nov. 7th and didnt realize his crew did not complete warranty work prior. Nor did he know his prior crew charged us $350 in cash after we signed a contract and paid in full. His crew charged us ********************** the neighborhoods yard. If you lol at the contract it covers our entire seawall! Our fence is 5s in our yard! Its not on the property line. Ill give an update if and when *** shows up. My next step is action news 8 as well as an attorney. 

  

  Business Response

  Date: 12/11/2023

  *** returned to the sight and performed the repairs needed at no cost to the customer, and they were very happy. We want to thank you for bringing this to our attention. The technician mentioned was terminated from Solid Foundations to avoid some of the issues you addressed. We are upset to find out that the Technician made an unauthorized cash transaction with our materials. If this was brought to our attention earlier and we had proof of the transaction then Solid Foundations would have taken legal action towards him. We apologize for the issues and Misunderstanding If you have any further concerns, please feel free to reach back out to our office with any questions or concerns.

• Initial Complaint

  Date:10/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had 15k worth of foundation work done 2 years ago and the work they said comes with a LIFE TIME guarantee. The company has come out and seen that the house is still sinking 2 times and both times has told me they are going to hold up their part of the warrantee but then they never call or come out and do the work. I have been trying for almost a year now to get this work done and the only thing I have been told is they do not have time to put me on their schedule. That was after several text and calls to the company itself. Meanwhile my house is still sinking and it is causing issues to my roof and other parts of my home and I am really worried these are now new expenses I am going to have to deal with due to their negligence. Someone Please help me! I just want the work done so hopefully my house stops sinking. I mean I did pay 15k and I also took their word when they said if anything happens they would be out here to fix it. I am very upset that I am having to file a report to (hopefully) get this taken care of finally. I should not have to go to this extent to get done what should of been done over a year ago.

  Customer Answer

  Date: 10/31/2023

  The owner of the company came out today and made sure he got everything fixed and helped with some extras because of the wait.  Thank you too both the bbb and to owner for making this right! I am very satisfied with the owners actions on this. 

  

  Business Response

  Date: 10/31/2023

  We returned to the home today and fixed the issue. Solid Foundations installed an additional pier at no cost and ***************** was happy, she said that she would like to remove the complaint. 

  Respectfully,

  ****

  Customer Answer

  Date: 11/01/2023

  The owner of the company came out today and made sure he got everything fixed and helped with some extras because of the wait.  Thank you too both the bbb and to owner for making this right! I am very satisfied with the owners actions on this.